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2nd Line Infrastructure Engineer
HW People is working exclusively with an IT services provider supporting them recruit a 2nd line infrastructure engineer. Our client is a well-established company, with a varied portfolio of clients, from small family-owned business to big corporates, both in the public and private sector. Reporting to the Managed Services Manager the successful candidate will be responsible for troubleshooting and remediation of service tickets within the Infrastructure framework of technologies primarily covering Storage, Virtualisation and Backup/Recovery Technologies. The offices are in Manchester and they can offer a hybrid working model, with 3 days in the office. Key responsibilities (but not limited to): Completion of assigned Managed Services incident tickets in a timely manner with regular and concise customer updates. Maintain up-to-date, knowledge and skills of technologies and products within your area of expertise. Maintain and update accurate customer information within the management platform Compose and perform Release Management and Problem Management activities for customers as required Investigate and compose change management documentation supporting the Managed Services Team Consistently develop knowledge of current and future products and technologies aligned to the company's technical product and service strategy, for the purpose of supporting customers. To consider security as the best practice throughout customer engagements and work flows. Aligned to the On-Call rota that will support the customers outside of standard business hours and weekends. Essential skills: Up-to-date technical accreditations or demonstrable experience in supporting infrastructure solutions based on the following technologies: VMware vSphere and Management platforms NetApp or an equivalent enterprise storage product Backup and Recovery VMware NSX (desirable) Microsoft Azure (desirable) VMware Cloud Foundation (desirable) Hyper-V (desirable) An excellent troubleshooting methodology Experience in identifying and delivering continuous service improvements for your areas of responsibility A good communicator at a technical and non-technical level in written and oral forms Experience in working in a managed services team A good understanding of Risk/Impact of changes made to customer environments Experience managing your own time and responsibilities whilst keeping to strict customer SLAs Experience in working alongside service departments within the standard ITIL framework Ability to multi-task, prioritise and work under difficult time constraints Experience building and maintaining relationships with customers and colleagues Focused and pro-active approach to meeting customer expectations and ability to communicate and foster positive business relationships Results-driven mentality, with a bias for speed and action Experience working with cross-functional teams Experience working with large enterprise customers